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call center supervisor

Category: Sales
Reports To:      

Job Description/Responsibilities
This position requires that you supervise and coordinate the activities of workers providing telephone customer support services.  Specifically, the call center supervisor: monitors individual, team, and call center results to identify both positive and negative performance trends and to ensure attainment of revenue goals and performance targets; monitors service calls to observe employee performance and conformity to company policies, and generates reports; ensures representatives are fully informed of all new information related to products, procedures, customer needs, and company-related issues, changes, or actions; determines work procedures, prepares work schedules, and expedites workflow; and supervises employees, including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.

Qualifications/Skills
To succeed in this position, you must review data and statistics to monitor customer satisfaction; answer questions and address and resolve customer complaints in a timely manner; compile work volume statistics and maintain records of customer service requests and complaints; manage difficult or emotional customer situations; and solicit customer feedback to improve service.

Education/Background
An Associate’s degree is required, as is one to two years’ related experience and/or training.  A Bachelor’s is preferable.  Knowledge of Excel and Word software is a must.

Please send [résumé and salary history/requirements] to:      

Job Description

call center supervisor

Category: Sales
Reports To:      

Job Description
Supervises and coordinates activities of workers providing telephone customer support services.

Qualifications
•	Associate’s degree required; Bachelor’s preferred.

•	Must have one to two years’ related experience and/or training.

•	Knowledge of Excel and Word software is necessary.

•	Must have excellent verbal skills and be adept at fielding complaints and solving problems.

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Duties
Percentage
of Job	Exemption
Classification	Duty	Essential Function	
     %	Exempt	Makes necessary changes in staffing based on sales promotions and anticipated events.	Y / N	
     %	Non-Exempt	Reviews data and statistics to monitor customer satisfaction.	Y / N	
     %	Exempt	Closely follows individual, team, and call center results to identify both positive and negative performance trends and to ensure attainment of revenue goals and performance targets.	Y / N	
     %	Exempt	Monitors service calls to observe employee performance and conformity to company policies, and generates reports.	Y / N	
     %	Non-Exempt	Answers questions and addresses and resolves customer complaints in a timely manner.	Y / N	
     %	Non-Exempt	Ensures representatives are fully informed of all new information related to products, procedures, customer needs, and company-related issues, changes, or actions.	Y / N	
     %	Exempt	Compiles work volume statistics and maintains records of customer service requests and complaints.	Y / N	
     %	Exempt	Determines work procedures, prepares work schedules, and expedites workflow.	Y / N	
     %	Exempt	Supervises ___ employees, including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.	Y / N	
     %	Non-Exempt	Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; and responds to requests for service and assistance.	Y / N	
     %			Y / N	
     %			Y / N	

Exemption Analysis
The Executive exemption (541.100) seems likely in this case with the emphasis on staffing, evaluating performance, and supervising employees. Note also the various functions from 541.703(b)(1,5) that make positions that have work that is “directly and closely related” to exempt work into exempt positions.

Category Decision
The duties and responsibilities for this position have been analyzed.	
Manager:	Date:	
On that basis, this position has been judged to be        Exempt          Non-Exempt.	

Interview Questions

call center supervisor

Category: Sales
Reports To:      

	Have you ever made a decision or suggestion that changed call center procedures in your firm?
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	What cost-cutting measures have you implemented?
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	How do you motivate employees to provide exemplary service?
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	You’d be managing people who do a lot of routine work.  How have you invigorated your staff in the past?
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	How would you help a faltering employee?
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	What best practices do you use for handling an irate customer?
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	What qualities do you look for when hiring a call center employee?
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	Evaluate: Does the applicant exhibit these qualities?
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	Tell me about a telephone answering plan that you developed and the result of implementing that plan.
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	1	2	3	4	5

	A call center manager must have patience and perseverance.  Give me examples of yours.
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	1	2	3	4	5

	If you had one accomplishment to brag about from your previous job, what would it be?
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	1	2	3	4	5

	What was the best job-related decision you ever made?  What were the alternatives?  How did you go about making it?
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	1	2	3	4	5

Additional Questions
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Overall Impression
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Average Rating
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Your Recommendation
	Hire
	Do Not Hire
	Second Interview
	Need More Information

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Print Name

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Signature

________________________________________________
Date

APPLICANT COMPARISON FORM 

Date:      
	Evaluator:      	
Position:      		

Once you have completed the interview process, transfer the notes and rating tallies you completed to the chart below.

Candidates’ Names	Average Rating	Recommendation	Overall Impression	
1.      	1	2	3	4	5		Hire
	Do Not Hire
	Second Interview
	Need More Information		
2.      	1	2	3	4	5		Hire
	Do Not Hire
	Second Interview
	Need More Information		
3.      	1	2	3	4	5		Hire
	Do Not Hire
	Second Interview
	Need More Information		

Candidates’ Names	Average Rating	Recommendation	Overall Impression	
4.      	1	2	3	4	5		Hire
	Do Not Hire
	Second Interview
	Need More Information		
5.      	1	2	3	4	5		Hire
	Do Not Hire
	Second Interview
	Need More Information		
6.      	1	2	3	4	5		Hire
	Do Not Hire
	Second Interview
	Need More Information		
7.      	1	2	3	4	5		Hire
	Do Not Hire
	Second Interview
	Need More Information		

Candidates’ Names	Average Rating	Recommendation	Overall Impression	
8.      	1	2	3	4	5		Hire
	Do Not Hire
	Second Interview
	Need More Information		
9.      	1	2	3	4	5		Hire
	Do Not Hire
	Second Interview
	Need More Information		
10.      	1	2	3	4	5		Hire
	Do Not Hire
	Second Interview
	Need More Information		

Comments:      

Evaluator’s Signature: